Quick solutions to common problems you might encounter.
Login & Access Issues
Problem: Forgot Password
- Click "Forgot Password" on login page
- Enter your email
- Check email for reset link
- Create new password
Problem: Can't Login - "Invalid Credentials"
- Verify email address is correct
- Check caps lock is off
- Try password reset
- Contact support if issue persists
Problem: Account Locked
- Too many failed login attempts
- Wait 30 minutes to try again
- Or contact support to unlock immediately
Upload & Document Issues
Problem: Document Won't Upload
- Check file size (max 50MB per file)
- Supported formats: PDF, DOCX, DOC, XLSX, JPG, PNG
- Check internet connection
- Try different browser
Problem: AI Can't Read Document
- Ensure document is not scanned image (use OCR)
- Check document isn't password protected
- Verify file isn't corrupted
- Try converting to PDF
Problem: Slow Upload Speeds
- Check internet connection speed
- Try uploading during off-peak hours
- Upload files individually rather than batch
- Compress large files before uploading
AI Processing Issues
Problem: AI Response Quality is Poor
- Upload more company documents
- Provide more detailed descriptions
- Ensure documents are current and relevant
- Try regenerating the response
Problem: AI Processing Takes Too Long
- Large tender documents can take 2-5 minutes
- Check processing status indicator
- Refresh page if stuck for >10 minutes
- Contact support if issue persists
Problem: AI Missed Requirements
- Review extracted requirements manually
- Add missed items manually
- Report issue to improve AI learning
Team & Collaboration Issues
Problem: Team Member Didn't Receive Invite
- Check spam/junk folder
- Verify email address is correct
- Resend invitation
- Use different email if needed
Problem: Can't Access Certain Features
- Check your user role permissions
- Contact admin to upgrade permissions
- Subscription plan may not include feature
Problem: Lost Changes
- Check version history
- Use auto-save (saves every 30 seconds)
- Enable browser notifications for updates
- Don't close browser during save
Browser Issues
Recommended Browsers:
- Chrome (latest version)
- Firefox (latest version)
- Safari (latest version)
- Edge (latest version)
Problem: Page Won't Load or Looks Broken
- Clear browser cache and cookies
- Try incognito/private mode
- Update browser to latest version
- Try different browser
- Disable browser extensions
Problem: Features Not Working
- Enable JavaScript
- Disable ad blockers for govbid.com.au
- Allow pop-ups for the site
- Check browser console for errors
Still Having Issues?
Contact Support:
- Live Chat: Click chat bubble (bottom right)
- Email: support@govbid.com.au
- Phone: 1300 GOV BID (business hours AEST)
- Help Center: Browse articles at support.govbid.com.au
When Contacting Support, Include:
- Description of the problem
- Steps you've tried
- Browser and version
- Screenshots if possible
- Error messages received